1. Annual Update section one
General-all employees

2. The 2016 SBMC Annual Education Update attempts to enhance our goal of building a safe, secure and hazard-free environment.
SBMC strives to continually educate and professionally develop all who care for our patients, directly or indirectly. Your cooperation with compliance will ensure the safety of all who enter St. Bernardine Medical Center.
Support the team effort by reflecting SBMC’s mission, vision/goals and values in daily actions with a strong commitment to EXCELLENCE in healthcare!

3. Mission Statement
COMMITMENT TO CONTINUE THE HEALING MINISTRY OF JESUS CHRIST IN SUCH A WAY THAT BOTH GIVERS AND RECEIVERS EXPERIENCE GOD’S LOVE AND COMPASSION –
Delivering Compassionate, high quality affordable health services;
Serving and advocating for our sisters and brothers who are poor and disenfranchised;
Partnering with others in the community to improve the quality of life.

4. Core values
JUSTICE-advocating for social change and acting in ways that promote respect for all persons and demonstrate compassion for our sisters and brothers who are powerless
COLLABORATION-working together with people who support common values and vision to achieve shared goals
STEWARDSHIP-cultivating the resources entrusted to us to promote healing and wholeness
EXCELLENCE-exceeding expecting through teamwork and innovation
DIGNITY-respecting the inherent value and worth of each person

5. Our vision
We will become a vibrant national healthcare system Known for SERVICE, Chosen for CLINICAL EXCELLENCE, and Standing in partnership with Patients, Employees and Physicians To improve the health of all communities served.”

6. Our goal
“Our goal is to lead in making the changes necessary to bring the full promise of Healthcare Reform to our communities.” Lloyd H. Dean, President/CEO, Dignity Health

7. PATIENT SATISFACTION IS OUR (EVERYONE’S) BUSINESS
Reduces patient falls
Reduces hospital-acquired decubiti
Increases nursing staff satisfaction, gives staff control over patient care.
Increases Patient Satisfaction
Hourly
Rounding
Bedside Shift
Report
Nursing Bundle
Discharge
Phone Calls

8. “How is your pain level on a scale of 0-10?”
Address the 3 “p”
Pain
Position
Potty
“How is your pain level on a scale of 0-10?”
“I would like to reposition you to make you comfortable”
“May I help you to the bathroom?”
USE KEY WORDS
Safety—Comfort—Privacy
For your safety, each time I administer a medication I will ask your name and DOB.
For your comfort, I will come and reposition you every 2 hours.
I am going to pull the curtain for your privacy.

9. Whiteboards
White boards need to be filled out completely at the beginning of each shift
Make sure to include patient goals and pain score
Explain the board to the patient.
Make sure to introduce the new on-coming RN to the patient if awake.
Prior to leaving the room ask, “Is there anything else I can do for you before I leave? Explain you will return in an hour to check on them.
Patient admission binder should be in room
Patient medication education page should be in each room and used to teach patients

10. Non-clinical employees
Prior to leaving any room check to make sure everything is where it should be. Can the patient reach their water, is the bedside table in place, can they reach a trash can? You also ask “Is there anything else I can do for you before I leave?” If it requires a nurse then explain you will inform their nurse of their request.

11. aidet A Acknowledge the patient Mr./Mrs… I Introduce your self
D Duration…how long will you be there/what you are doing will take.
E Explain…the reason you are there/the procedure
T Thank the patient for their time/choosing SBMC
NEVER UNDERESTIMATE THE DIFFERENCE YOU CAN MAKE
Quint Studor—

12. Making it Right Making It Right The Art of Effective Listening
Key Phrases to use in Difficult Situations
Making It
Right
Responding with HEART
Patient
Experience
Service
Recovery
Listening is one of the most important skills you can have. It is an art that when done well delivers tremendous benefits
Language can have a huge impact on how patients perceive the service they receive. Remember to be personal, specific, and show empathy Here are some tips.
Body Language
Do Say
When communicating with a person, square your shoulders with theirs.
Pause: short silences give you and the other person time to gather your thoughts
Eye contact: Do not stare at the person you’re talking to without a break. Make sincere eye contact using the 3-second rule-alternate looking at the person for three seconds then look away for three seconds.
Here’ what I can do for you
I’ll find out for you
I’m not familiar with this but I’ll get someone to help you
Tell me how I can help you
I’m sorry you feel…
I’ll be with you in just a minute
I would be happy to help you complete the form.
Good Listening Skills
Don’t Say
Listen by using the ears to hear the message, the eyes to read body language, the mind to visualize the person speaking and intuition to determine what the person is actually saying
Don’t interrupt, listen all the way through
Ask questions to clarify the problem or issue
Always be prepared to take notes when necessary
No I can’t help you
I don’t know
That’s not my job
We’re short-staffed
Calm down
I’m busy right now
You did not fill out the form right

13. Service recovery H
Heart
Hear the patient to genuinely understand the problem from their perspective.
Introduce yourself
Focus on the patient and be aware of your body language. Establish eye contact
Recognize that there is a concern. Use silence to let them vent.
Acknowledge the concern promptly: “I’m so glad you told me.”
Ask open ended-questions: “Tell me about what happened.” “How can I be of assistance?” E
empathize
Empathize with the Patient
Reiterate the main points.
Reflect their feelings “I am sure this is frustrating…,” “I can understand why you are upset…” “I can appreciate how helpless you must feel…”
Remember to be aware of your body language A
apologize
Apologize sincerely for their dissatisfaction and inconvenience
Always say “I apologize…” not “We’re sorry…”
Avoid making excuses or placing blame on other team members or departments (work together as a team)
Apologize ever though you didn’t cause the problem.
You are apologizing for their experience not because something was done wrong. R
respond
Respond to the problem
All staff are empowered and expected to take action toward a fair and reasonable resolution to a complaint
Look for methods to solve the concerns quickly and fairly. Tell the patient what actions you will take.
Ask what would solve the situation for the patient/family
Give a time frame for getting back to them
Follow through with your promise. T
Thank
Thank the patient
Genuinely than the person for bringing their concerns to your attention: “Thank you for taking the time to give feedback…” “I appreciate the fact you shared …with me”
Call or visit the patient the next day to close the loop
Ensure their concerns are adequately resolved.
Service Recovery is everyone’s responsibility. When something goes wrong or a problem arises, we are all empowered to take action and to respond with HEART.

14. Hello Human Kindness Unleashing the healing power of humanity
This isn’t just a job—it’s a calling
Medicine has the power to cure, but it’s humanity that has the power to heal
All are needed to help make this movement a reality